Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to objective insights and strategies to make smart and timely business decisions.
San Diego Gas & Electric's top priority is the safety of customers, employees, and the communities they serve. Over the past decade, they have prioritized investments in mitigation measures to prev...
Crisis Management Mastery: Assessment and Escalating Emergency Response
(Complimentary Webinar) With utilities facing an ever-increasing array of potential disruptions - from wildfires and massive storms to cybersecurity threats - the ability to quickly and effectively...
Award-Winning Storm Communications Enhancements in Nova Scotia
Nova Scotia has seen a 54% increase in hours of wind gusts over 80 km/h, raising the risk of fallen trees and branches causing power outages. Customer surveys revealed decreasing satisfaction durin...
Enhancing Outage Communications with Real-Time Customer Feedback and Benchmarking
Join this panel discussion to explore how CPS Energy is transforming outage communications through the strategic use of post-event, in-channel surveys. This session will delve into CPS Energy’s approach of deploying surveys directly through the communication channels used for outage notifications, thereby enhancing feedback accuracy and engagement. Discover how this method not only provides CPS Energy with immediate insights into their communication effectiveness but also enables them to benchmark their performance against other utilities. This real-time feedback mechanism is pivotal in continuously refining communication strategies, thereby improving overall customer satisfaction and setting a benchmark in utility customer service. Learn how your utility can adopt similar practices to elevate customer interactions and service delivery.
Panelist:
Chance Kinnison, Programs and Systems Analyst, Customer Experience, CPS Energy
Chance worked at CPS Energy for 2 years. He has a background in public policy, healthcare, education, real estate, and the non-profit world. Despite working in various sectors, Chance have always taken on data and research roles. His formal training comes from my love of seeking graduate degrees, culminating in a Ph.D. in Applied Demography.
Arnold Santayana, Sr Manager, Enterprise Customer Experience, CPS Energy
Ann Kinnard, Director, Customer Experience, CPS Energy
Panel Moderator:
Jennie King, Principal Consultant, Chartwell Inc.
Jennie King is a long-time utility executive, now serving as Principal Consultant at Chartwell Inc. Jennie retired from Salt River Project (SRP) in January 2021 as Director of Strategic Energy Management, responsible for the overall management of SRP’s commercial customer relationships. Jennie’s career began at SRP spanned almost 34 years and has deep and broad experience in the utility industry with emphasis in market research, data management, data analytics, CSAT and transactional surveys and CX research insights, marketing communications, customer service operations, customer journey mapping and business process re-engineering. As Principal Consultant, Jennie works directly with Chartwell’s utility members across North America to advise them on how to design and implement strategic and tactical CX initiatives that are targeted to improve their customers’ experiences and imbed a CX culture into their organization at all levels. Jennie holds a bachelor’s degree in Finance and a MBA/MIS degree.
